19 episodes

“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join me every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

Let's Talk Loyalty Paula Thomas

    • Marketing

“Let’s Talk Loyalty” is an industry podcast for loyalty marketing professionals.

If you work in loyalty marketing, join me every week to learn the latest ideas and marketing insights from loyalty specialists around the world.

    #19: Loyalty Experts Worldwide - An Interview with the "Customer Strategy Network"

    #19: Loyalty Experts Worldwide - An Interview with the "Customer Strategy Network"

    Running a loyalty programme can be challenging in many ways - with so many internal stakeholders and members to manage,. From platform decisions, through to legal and privacy management and of course increasing expectations for programmes to drive measurable returns. 

    Who can you turn to for advice, a second opinion and access to global loyalty brain power? One place is the "Customer Strategy Network" - of which I'm delighted to be a member.  

    Our organisation is a global network of loyalty practitioners available to support loyalty projects on a freelance and flexible basis as needed. 

    Today I chat to Nick Chambers who leads the Customer Strategy Network and we discuss the types of projects we support and work we do - for those time when you might need some extra support to optimise your loyalty programme. 

    With fifteen loyalty experts across 11 countries worldwide, there's always help on hand if you need it. 

    Show Notes:

    https://www.linkedin.com/in/chambersnick/

    https://www.customerstrategynetwork.com/

    • 45 min
    #18: Trends in Loyalty - My Predictions for 2020

    #18: Trends in Loyalty - My Predictions for 2020

    Today's episode discusses my ideas on loyalty TRENDS emerging for 2020 and beyond. 

    Beyond the more frequently-touted ideas around personalisation, subscription programmes and environmental considerations, I've chosen three topics that excite me that include some innovative opportunities to consider as you plan your programme's evolution.

    Show Notes:

    1) The CX Academy: https://thecxacademy.org/

    2) Gartner Customer Experience Survey: https://www.gartner.com/smarterwithgartner/key-findings-from-the-gartner-customer-experience-survey/

    3) McCafe Campaign - Creating Emotional Loyalty: http://www.liquidbarcodes.com/mcdonalds-loyalty-campaign-brewing-good/

    4) PWC Report on Voice Assistants: http://explore.pwc.com/c/pwc-voice-assistants

    • 13 min
    #17: Deon Olivier Discusses Fuel Loyalty, Health Insurance Loyalty and Propositions for Financial Services Loyalty

    #17: Deon Olivier Discusses Fuel Loyalty, Health Insurance Loyalty and Propositions for Financial Services Loyalty

    Deon Olivier is an expert loyalty consultant in South Africa with over two decades of experience across telecommunications, financial services and fuel and convenience retail. Today we discuss Discovery Vitality - a world-leading loyalty programme within the health insurance, car insurance and banking sectors. We also discuss some unique concepts within retail banking as well recent developments in fuel retail and convenience stores in the South African market. 

    Show Notes:

    Deon Olivier: https://www.linkedin.com/in/deonolivierwoodstock/

    Harvard Business Review Case Study: https://store.hbr.org/product/discovery-limited/715423

    Press Release: Apple Technology: https://bit.ly/2uwlNbB

    • 1 hr 3 min
    #16: British Gas Rewards - Award Winning Loyalty Programme

    #16: British Gas Rewards - Award Winning Loyalty Programme

    Today's episode of "Let's Talk Loyalty" features exclusive insights from an award-winning UK loyalty programme that's loved by millions.
    The brief: How can you make customers feel truly recognised and appreciated when faced with negative media perceptions, industry regulations and an intensely competitive landscape? British Gas Rewards set out in 2017 to do exactly that. 
    Instead of a points-based coalition programme, customers were asking for simplicity and exclusivity and so the new British Gas Rewards team created a unique format and customer proposition in record time. 
    In partnership with detailed data and UK loyalty market insights from their partnerships/marketing agency Mando-Connect, British Gas built an award-winning loyalty programme that has successfully reduced churn and increased NPS with millions of customers. 
    Listen in to the last episode of our first season of "Let's Talk Loyalty" to learn lessons on how a passionate team can achieve speed and scale when driven by a vision of excellence and empowered by C-Suite support. 
     
     
    Show Notes:
    British Gas Rewards: https://www.britishgas.co.uk/rewards.html
    British Gas Rewards Partnership Agency: www.Mando-Connect.co.uk
    Report/research: What UK consumers think about loyalty: 
    https://www.mando-connect.co.uk/research-yougov-what-brits-think-of-loyalty/

    • 50 min
    #15: KPMG Global Report - The Truth About Customer Loyalty

    #15: KPMG Global Report - The Truth About Customer Loyalty

    KPMG is one of the world's top management consulting firms and one of the "Big Four" accounting organisations globally with offices in over 150 countries globally.
    Its advisory services include advising governments, public and private firms on best practice in customer experience and driving loyalty.
    This includes comprehensive research including its latest report entitled: " The Truth about Customer Loyalty" - described as a report in which the world’s consumers reveal what keeps them coming back. 
    A comprehensive interview discussing this brand new global loyalty report (published November 2019) with Selim Tanfous, KPMG Associate Director for the Lower Gulf Region.
    Show Notes:
    The Truth About Customer Loyalty - 2019 edition
    Customer Experience Report 2019 edition.
    Me, My Life, My Wallet (2018 KPMG Loyalty Research Report)
     
    Other Loyalty Resources: 
     
    Loyalty 360 - The Association for Customer Loyalty
     

    • 51 min
    #14: British Airways Executive Club - Airline Loyalty Insights

    #14: British Airways Executive Club - Airline Loyalty Insights

    The British Airways Executive Club is an industry-leading loyalty programme designed to engage frequent fliers all over the world. This episode discusses how British Airways is using the Executive Club to differentiate itself in the truly competitive landscape of airline travel.
    As Loyalty Manager for British Airways, Niall Rooney shares his insights on key trends in loyalty marketing and how customer preferences and performance are driving the airline's internal thinking to ensure these key customers are continually recognised and rewarded. 
    Niall also shares some great statistics on how and why British Airways Executive Club continues to improve capacity to reward seats for customers, as well as key areas of focus for the airline.
    Show Notes:
    1) Innovation Agency that British Airways Executive Club partnered with for loyalty ideas and insights. 
    https://www.happen.com/
    2) Press Release and key statistic:
    "British Airways Greatly Boosts Reward Seat Availability" 
    https://www.ideaworkscompany.com/june-26-2019-press-release
    3) Simple Flying.com
    This episode is published in partnership with Simple Flying.com - the go-to source for everything in global aviation.
     

    • 35 min

Customer Reviews

Yurixus ,

A podcast loyalty industry needs.

Considering how big the loyalty marketing industry is, there's surprisingly little social media activity around it. Paula's podcast provides a fresh insights into the ever-changing business of loyalty with industry veterans. Highly recommend for professionals in this area of expertise.

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